期刊論文
| 學年 | 104 |
|---|---|
| 學期 | 2 |
| 出版（發表）日期 | 2016-03-01 |
| 作品名稱 | How online service recovery approaches bolster recovery performance? A multi-level perspective |
| 作品名稱（其他語言） | |
| 著者 | Chia-Ying Li; Yu-Hui Fang |
| 單位 | |
| 出版者 | |
| 著錄名稱、卷期、頁數 | Service Business 10(1), pp.179-200 |
| 摘要 | Employees are often sandwiched between understandable customer grievances and unchangeable organizational policies: only when employees feel fairly treated will they treat customers fairly. Most previous studies focused on external service recovery systems for customers, but neglected internal service recovery systems for frontline employees. By extending Homburg and Fürst’s research, this study adopts a multi-level perspective to explore the influences of the mechanistic approach (process guidelines, behaviour guidelines, and compensation guidelines) and the organic approach of service recovery (empowerment and recovery culture) on frontline employees’ responses (recovery efficacy, accountability, and performance) towards implementing a service recovery within an online auction context. |
| 關鍵字 | Mechanistic approach of service recovery;Organic approach of service recovery ;Recovery efficacy;Recovery accountability;Recovery performance |
| 語言 | en |
| ISSN | 1862-8508;1862-8516 |
| 期刊性質 | 國外 |
| 收錄於 | SSCI |
| 產學合作 | |
| 通訊作者 | Chia-Ying Li |
| 審稿制度 | 否 |
| 國別 | DEU |
| 公開徵稿 | |
| 出版型式 | ,電子版,紙本 |
| 相關連結 |
機構典藏連結 ( http://tkuir.lib.tku.edu.tw:8080/dspace/handle/987654321/104364 ) |